42% of Consumers Say Easy Navigation Is Key to a Good Online Experience

NEW YORK–(BUSINESS WIRE)–New research from leading experience analytics company Contentsquare, CommerceNext and BizRate Insights shows 23% of consumers discovered new brands in 2020, while 16% stopped shopping with some brands. The survey of 1030 US consumers also revealed which brand efforts were most impactful during the pandemic year, and what constitutes a good digital experience in the eyes of customers.

Agility is clearly a top factor when it comes to awareness, with 72% of consumers saying they were most impressed with brands that were able to “create new alternatives for delivery, pickup and returns.” Transparency over health & safety measures came in second, with 44% of consumers noticing clear communications…